Service Operations Analyst **General Information** Req # 100015633 Career area: Customer Experience Country/Region: Mexico State: Distrito Federal City: Mexico D.F. Date: Thursday, January 16, 2025 **Additional Locations** : * Mexico **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). To find out more visitwww.lenovo.com (https://news.lenovo.com/) and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** The Service Operartions Analyst will support the Service Delivery Manager deliver an efficient service to Lenovo Device as a Service (DaaS) / Managed Services customers. We are seeking candidates ideally with experience in the following disciplines: - **Order Management** + Processing orders for new devices, and re-deploying existing devices + Support the device forecasting process + Order Management – Order to Install process + Oversee configuration of Desktop, Laptop and Tablet devices + Monitor and manage the inventory levels + Utilize Order Management tools **Account Management** + Can translate contract terms into operational deliverables + Manage the service lifecycle of deployed devices + Creation of customer invoices + Well versed in Purchase Order administration **Service Management & Productivity Improvement** + Experience in an Account Operations environment + Manage incidents and requests from clients + Facilitate a resolution to any technical escalations + Prepare documentation to track and report on SLA performance + Identify and support initiatives to improve client service delivery + Build solid working relationships with partners & suppliers **Client Experience** + Interact with the clients + Facilitate an answer to any queries associated with their aligned contract(s) + Be on top of any issues within their customer environment + Demonstrate an obsession to maximize client satisfaction levels **Position Requirements** • 1-2 years project coordination experience, ideally in a services environment • Fluent in English • Experience with ticketing tools (preferably ServiceNow & SAP) • Skilled in Excel / Reporting • Persistent, detail oriented, able to multitask • Must have a good attitude towards learning, and implementing change **Additional Locations** : * Mexico * Mexico